I got my model 3 mid-range at the end of October, and if there is one thing I learned that I would share on this forum is that if you don't like the answer you are getting, ask someone else. I found a couple of employees that were responding and helping, and I worked with them.
As an example, I tried to apply my friend's referral code to get free supercharging. After emailing Tesla, sending a message through secure web site, calling 800 number, it still was not applied. I was almost ready to give up, but then I contacted one employee who has been very helpful and an hour later all was resolved.
The point is, if you are stuck, try to "go around" the bottleneck. It will save you a lot of time and frustration. Tesla bottlenecks are like real brick walls. For example, I noticed someone on this forum tried to get a response from delivery team about repairing defects noted at delivery. I would just make an appointment at SC and take it from there. Or you can even drive by the SC if you are not too far away. I know they will probably tell you at delivery that SC will contact you, but you may die of old age before that happens.